Dispatch Manager

Stepp's Towing and Heavy Transport is looking for a Dispatch Manager which is responsible for maximizing logistical efficiencies of all calls, ensuring timely customer communication and call quality from start to finish, leading to top notch customer experiences. This individual would be proactive in every manner and seek ways to improve the internal processes and results program-wide. The Dispatch manager will understand that they will attend and conduct regular business meetings, be able to track, communicate, show, and report performance metrics to the management team. The right candidate will have extensive experience with supervising and coaching team members and be able to complete performance reviews to ensure maximum quality and production of direct reports. This position actively coordinates and oversees all functions of the 24/7 three shift department including truck dispatching and communication with drivers and customers and must be able to create weekly shift schedules that staff the center for proper coverage, but also remain within budget.

Candidates for this role should be experienced, highly organized, have a proactive nature and thought process, enjoy working with people, and possess a strong work ethic. A background in call center or dispatch center operations is required, and customer service, technical support, or back-office experience preferred.

Essential Functions:

• Responsible for the overall day-to-day operations of the department
• Monitors and supervises daily call analytics reports, ensuring performance standards are met. Reviews and analyzes work related data and makes workload adjustments accordingly.
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction.
• Monitoring of individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Resolves escalated issues and addresses customer complaints. Researches and conducts root cause analysis and develops responses to effectively correct concerns.
• Responsible for ensuring compliance with DOT regulations as it relates to incoming calls.
• Work with other departments in the organization.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Responsible for hiring, coaching, and terminating call center employees.
• Ensuring all staff members are equipped with all necessary job-related training.
• Other duties and responsibilities as assigned.

Qualifications:

• Minimum 5 years call center management and/or logistics management experience.
• Towing and/or heavy haul experience preferred but not required.
• Strong supervisory experience including staff development.
• Possess practical conflict resolution skills (both customer and team member conflict)
• Proven leader with advanced time management, planning, organizational and multitasking skills
• Ability to work in a professional, fast-paced environment.
• Strong understanding of the call center environment and the key levers to enhance performance.
• Clear, concise, and practical communication skills (both oral and written)
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with the ability to prioritize objectives with little-to-no assistance, find issues, and create solutions that address those issues.
• An ability to hold team members accountable for job performance including adherence and process.
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Work Schedule:

• Full time schedule 8a - 6p
  • Weekends and nights may be required to fulfill duties.

Salary:

• $78,000-$88,000

Benefits:

• 6 Paid Holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas)
• Medical, Dental, and Vision Benefits Offered- plus Free Term Life Insurance
• Paid Time Off with accruals starting on day 1 and available at 90 days.
• 401K Match up to 4%.
• Accident Insurance
• Cancer and Critical Illness Insurance
• Short Term Disability
• Long Term Disability
• Hospital Confinement Indemnity Insurance

Chasing the Dream, Not the Competition.

Drug Free Workplace

Background Check Required

Stepp's Heavy Transport is an Equal Opportunity Employer.

Military Veterans are Encouraged to Apply.